Phone call with MS-didnt go well at all:(

[duckygirl]

Quote from Ree:

"I posted here on my experience, thinking I could get some insight and chat about my DVC MS call.I want to hear other DIS posts , good and bad experiences. Not to be called out on my character. Everyone in this thread has been very helpful and have some great ideas. Also, letting me know that my opinion that the MS was not up to par. All people, laid back or not , should be treated kindly and with respect when they call MS. Theres a difference between having a 'bad day" and being unpleasant and nasty. Especially in the "Happiest Place on Earth". That doesnt give someone a pass . Some people are "Disney Dillusional"- they think Disney can do NO wrong and when they do, its STILL never Disneys fault...[/QUOTE]"


I absolutely agree with you! Why are the forums even here if we cannot dish about the good AND the bad? Your post made me feel better about my one and only bad experience with MS.

I had a phone call to MS in September with an outcome the was to say the least, unexpected. I had just bought resale, (in addition to a direct contract purchased a few years ago). I was so excited when I saw that my points were in the system. I called! I politely asked if there was (yes, I know) any availability for Dec 31-Jan 4 ANYWHERE. She laughed. I asked to be put on a waitlist. She said don't even bother. Then she asked if I WAS DONE??!! Seriously? I immediately called back, got a wonderful MS, actually booked two nights of the four at BCV (my waitlist for the other two nights has since come through.)

Wait, maybe it is the same MS.

 

[ree123]

ducky-it very could be the same bad egg.
she sounds as snarky and condesending as my CM. Thats great you called and got a few of your dates! I will call tmro-im quite certain something will be off. Like i said before, Ive never had a bad CM. thats part of why we choose to escape to WDW every single year and purchase 2 dvc contracts to ensure we go each year! Good or bad experiences, people like to hear about it.

 

[Simba's Mom]

I'm always nervous to call on a weekend, it seems like when I have problems it's on the weekend, I wonder if less experienced work on weekends.

That's an interesting observation. When I called today, a weekend, I got a CM who, although not openly rude, had absolutely no personality, no friendliness, just very fast like she was anxious to get this over with. It surprised me because in all my previous calls, all on weekdays, the CM has been very friendly and patient.

 

[Sammie]

Well, me must have different opinions on that one. What are you saying-that I behaved impatiently and out of line? But, and I think a few other dis posters agree, this woman from MS was awful and I could have lost my patience while on the call but didnt.
I posted here on my experience, thinking I could get some insight and chat about my DVC MS call.I want to hear other DIS posts , good and bad experiences. Not to be called out on my character. Everyone in this thread has been very helpful and have some great ideas. Also, letting me know that my opinion that the MS was not up to par. All people, laid back or not , should be treated kindly and with respect when they call MS. Theres a difference between having a 'bad day" and being unpleasant and nasty. Especially in the "Happiest Place on Earth". That doesnt give someone a pass . Some people are "Disney Dillusional"- they think Disney can do NO wrong and when they do, its STILL never Disneys fault...

Good grief talk about making a mountain out of mole hill, I said none of that and personally do not even think I implied it. I simply disagree but obviously that upsets you.

All I am saying is that if what was said, was said to me, would not warrant anything more than a passing mention to someone in my immediate presence, it would not bother me enough to report.

I am not dillusional just happen to disagree on what is worth reporting to a supervisor.

 

[Sammie]

That's an interesting observation. When I called today, a weekend, I got a CM who, although not openly rude, had absolutely no personality, no friendliness, just very fast like she was anxious to get this over with. It surprised me because in all my previous calls, all on weekdays, the CM has been very friendly and patient.

It is possible that since this is a holiday weekend the calls were being directed to non Member Services cast members and sent to overflow which is answered at times by outsourced agents at home.

And Yes they are timed to get through as quickly as possible and get to the next call, very stressful situation.

 

[disneynutz]

Bill- She told me to have a nice evening and hung up on me. I shoulda pressed at the beginning of the call, but , even so, the CM abruptly ended the call before I could do or say anything. Tmro, I will ask for a supervisor , and hopefully all calls are recorded and/or monitored. I do know if that call is observed by supervisor, they will be as shocked and disappointed as I was.

As I previously posted, if you stay on the line, even if you didn't indicate that you want the survey, you will still probably get it.

I had a MS CM refuse to hang up because he knew how I would answer the survey after his poor attitude. After 3 or 4 minutes of telling each other to hang up, I called back and spoke to a Team Line CM who took care of my complaint. I also followed up with Member Satisfaction.

These people are employed by us and I will not accept incompetence or a poor attitude.

Hanging up and calling back until you get an acceptable CM isn't doing anyone any favors, and as owners, we all deserve better.

Bill

 

[Inkmahm]

I must be lucky. I just called MS today to move our October 2012 vacation back a day. I did the survey at the end of the call and gave the CM all highest marks. After the survey, I thought about it and decided the next time I have a call with MS and I plan to give all high grades, I think I'll tell the CM at the end of the call. I wonder how much feedback they get? Hopefully when they get good marks on the surveys, they actually hear that from mgmt.

Sorry the OP had such an off call with MS. I agree, when you get someone that bad, hang up and call back.

 

[Sammie]

As I previously posted, if you stay on the line, even if you didn't indicate that you want the survey, you will still probably get it.

I had a MS CM refuse to hang up because he knew how I would answer the survey after his poor attitude. After 3 or 4 minutes of telling each other to hang up, I called back and spoke to a Team Line CM who took care of my complaint. I also followed up with Member Satisfaction.

These people are employed by us and I will not accept incompetence or a poor attitude.

Hanging up and calling back until you get an acceptable CM isn't doing anyone any favors, and as owners, we all deserve better.

Bill

Poor attitude, rudeness, I totally agree..... incompetence is a harder one to judge.

I am sure there are several people on this forum that know much more about DVC than the CMs at Member Services. That does not make them incompetent, it means to DVC it is simply not part of their training.

I happen to think that possibly DISers are very hard at times on CMs because they except them to know as much they themselves know and I think that is wrong and unfair.

 

[disneynutz]

Poor attitude, rudeness, I totally agree..... incompetence is a harder one to judge.

I am sure there are several people on this forum that know much more about DVC than the CMs at Member Services. That does not make them incompetent, it means to DVC it is simply not part of their training.

I happen to think that possibly DISers are very hard at times on CMs because they except them to know as much they themselves know and I think that is wrong and unfair.

If I know something and the MS CM doesn't, I leave a message with the survey. Several call backs have told me that it's a training issue and they have thanked me for the information. I have mentioned the hang up and call back game that some play and the response is always the same, "how do we know why the call was disconnected if you don't tell us".

As far as incompetence, after hundreds of calls to MS, it's pretty easy to judge when someone is incompetent.

Disney is no different than other companies, they have good employees, average employees, and poor employees. Poor employees should not be in a customer service role.

Bill

 

[ree123]

I guess we have different interpretations of laid back and patient.

sam-Thats where I thought you were saying that maybe I was impatient. You may accept its ok for a CM to be rude and nasty to you, chalk it up to having a "bad day', but I dont think its ok and I expect more from Disney. But, different strokes, different folks. No mountain here, no molehill either. Just letting fellow DISers my experience, and how I felt about it. Have a good day

 

[rock_doctor]

It is possible that since this is a holiday weekend the calls were being directed to non Member Services cast members and sent to overflow which is answered at times by outsourced agents at home....

I think this is true. I have a couple times got a CM that clearly had no idea what they were doing and while they were trying you can't mistake the sound of frantic typing...

Usually i have done well with MS but in honesty i have been hung up on and have gotten nasty CMs. When i have an issue I usually just say "sorry i am not dealing with you", tell them to have a nice day and then I hang up. Then i call back immediately and try again with the next CM. It is called Customer Service Roulette... When they hang up on you, you do not get the option to do the survey...probably why they hung up on you.

 

[Inkmahm]

I think this is true. I have a couple times got a CM that clearly had no idea what they were doing and while they were trying you can't mistake the sound of frantic typing...

Usually i have done well with MS but in honesty i have been hung up on and have gotten nasty CMs. When i have an issue I usually just say "sorry i am not dealing with you", tell them to have a nice day and then I hang up. Then i call back immediately and try again with the next CM. It is called Customer Service Roulette... When they hang up on you, you do not get the option to do the survey...probably why they hung up on you.

But they HAVE to hang up on you for you to be able to do the survey.

 

[ree123]

Well as predicted , the CM didnt note my requests.Not only did she get them wrong-she didnt even enter it . The NICE, POLITE, AND PATIENT CM was very helpful and sympathetic while listening to what happened last night. The CM (from last night)entered most of our ME info correct. Got the flight out wrong- new CM fixed it in a snap. After we took care of corrections and requests(BTW, you can add more than one request for your DVC stay-other mean CM was incorrect again) I was connected with a team CM supervisor. Gave CM name, time and details of call. She said she will look into the call, apologized over and over with sincerity, and will be getting back to me. Thanks all with the suggestions and you DISers are the best!

 

[duckygirl]

Glad you got some kind of resolution. I cannot believe none of the info was entered. I am just so glad you checked! Let us know if you hear anthing else!

 

[lilpooh108]

But they HAVE to hang up on you for you to be able to do the survey.

I had a similar experience last year, and I waited until the CM hung up on me. She knew I was going to do the survey, and stayed on the phone (silently) a long time, waiting for me to hang up. A lot of silence passed. Then she grunted and hung up Some CMs are pretty grouchy. Now, I just thank them and hang up and call back if I can tell in the first 2 minutes that the CM doesn't know what they're doing.

 

[Micca]

Ree thanks for following-up with the results. Glad (but not surprised) you connected with a much better CM and got an apology for the appalling CM from the night before. The fact that the info in your file was so screwed up indicates to me this wasn't someone just having a bad day, there's a serious issue there. Hope you're trip is terrific.

 

[rock_doctor]

But they HAVE to hang up on you for you to be able to do the survey.

Really? I can't remember having the option the couple times that it has happened. In honesty, i probably would not do the survey anyway. It is just faster to call back, ask for a manager and ask them to note that the last person hanged up on you. More direct and then you can ask the manager your questions. Plus, I would imagine they record every call and it makes it easier for them to flag it.

 

[norm&linda]

Ree - just want to lend you my support.

If this CM is abusive to you, likely also to others. hanging up and trying someone else just doesn't cut it for me. if you put it on the record potentially this CM will get some help for whatever is going on with him or her, or some guidance and training so they can perform their job appropriately.

I guess I am fortunate in that the every one of the many calls i have made to Disney and Member Services have been completely enjoyable and i wish the same to you for future calls.

 

[BeccaG]

Ooh, bummer that would get me going a bit too. I teach high school and am probably one of the more patient among my colleagues, but I don't tolerate rudeness well. Maybe you'd call it a pet peeve, but I think most people don't like it when others are rude....But anyhow, I totally get that folks sometimes have bad days, and life can be hard, so I don't expect folks to be supercalifragilistically happy all the time, but sarky would rub me the wrong way! And, FWIW, my DH would be happy I vented here and not to him! Glad you got a knowledgeable CM later on who got things sorted out for you! Hope you have a magical vacation!

 

[Callymum]

I have came across a few of these type of Ms personel, sometimes you realise that you know more about the Dvc and their resorts than they do.

I sometimes dread phoning Disney when we are due to book our resorts, 2 out of 10 are awesome and are such a pleasure to speak with and then you get the Gnarly ones who think you are asking to much by requesting a room floor or a specific room even by number, don't they realise we are trying to make it easier on them by informing them before we get there as to what we want.

I think they change staff too much in Disney and if they kept staff longer on specific areas that it would help, ie, same people at the front desks of resorts etc. See what you did now, you started me complaining as well. Haha.